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Business & Management
Employability
Professional Call Centre Skills Training Course

Professional Call Centre Skills Training Course

Develop professional call handling, telephone etiquette and customer service skills with this CPD-accredited call centre training course. Study online and boost your career prospects.

(79 Reviews)

432

Students

GET THIS COURSE AND 3000+ OTHERS FOR ONLY £49 PER YEAR. FIND OUT MORE

Professional Call Centre Skills Training Course Overview

Learn the secrets to successful telephone customer service and kickstart your career as Call Centre Representative, with this video-guided training course. This Online Call Centre Training Course is designed to provide learners with the skills they’ll need to speak like a star, handle difficult customers, train employees, and carry out other essential call centre duties.

Through case studies and video lessons, you will learn how to improve your telephone etiquette, with tips and techniques for handling complaints, leaving voicemail messages, and managing inbound/outbound calls. You’ll also learn some useful strategies for minimising phone distractions to maintain a high standard of customer service at all times.

With the growth of remote customer support, contact centres, and digital service operations, skilled call centre professionals remain in high demand. This course covers call handling techniques, telephone etiquette, inbound and outbound call management, dealing with difficult customers, and performance benchmarking.

By the end of this course, you will have an excellent understanding of the principles of proper phone language, as well as the skills to maintain high customer satisfaction by developing proper phone etiquette.

Take your telephone customer service skills to the next level and improve your performance to earn regular bonuses!

What You’ll Learn from this Call Centre Skills Training Course

This Call Centre Training Course is designed to teach learners the essential skills required to succeed in a telephone customer service role. It covers the fundamentals of telephone etiquette, staff training methods, industry best practice, and much more.

How to Speak Like a Star
How to Handle Rude or Angry Callers
An Introduction to Basic Telephone Etiquette
Skills Required to Work in a Professional Call Centre
Providing Excellent Telephone Customer Service
Goal Setting and Benchmarking
Closing techniques and Wrapping Up
How to Handle Voicemail Messages
Methods of Training Employees
Ways to Eliminate phone Distractions

Key Topics Covered

Call centre and customer service fundamentals
Telephone etiquette and professional phone language
Inbound and outbound call handling
Managing difficult customer interactions
Goal setting and performance benchmarking
Workplace communication and call closing techniques
Training and correcting poor telephone practices
Handling voicemail and interoffice calls

Who Is This Course For?

This Professional Call Centre Skills Training Course is ideal for aspiring call centre agents, customer service advisors, receptionists, support staff, and anyone working in client-facing roles. It is also suitable for team leaders and supervisors looking to improve service standards within their organisation.

Entry Requirements: There are no formal entry requirements. You only need basic English skills, an internet connection, and access to a computer, laptop, tablet, or smartphone. The course is fully online and can be completed at your own pace.

Why Learn with iStudy

Lifetime access to the course
No hidden fees or exam charges
CPD Qualification Standards certification on successful completion
Full Tutor support on weekdays (Monday – Friday)
Efficient exam system, assessment, and instant results
Download Printable PDF certificate immediately after completion
Optional hard copy certificate delivery for as little as £9
Improve your chance of gaining professional skills and better earning potential

Career Path

Customer service and call centre roles remain essential across industries including retail, finance, telecommunications, healthcare, and public services in the UK.

Start Your Career Today

Build the confidence and communication skills employers value. Enrol in the Professional Call Centre Skills Training Course today and take the first step towards a successful career in customer service and contact centre operations.

Course content

5 Sections 26 lectures 34 hours 15 mins in total

Call Centre and Customer Service Basics

13 lectures • 23 hour 15 mins

Module One – Getting Started

00:15:00
Module Two – The Basics (I)

00:30:00
Module Three – The Basics (II)

00:30:00
Module Four – Phone Etiquette

01:00:00
Module Five – Tools

01:00:00
Module Six – Speaking Like a Star

00:30:00
Module Seven – Types of Questions

01:00:00
Module Eight – Bench marking

00:30:00
Module Nine – Goal Setting

00:30:00
Module Ten – Key Steps

01:00:00
Module Eleven – Closing

01:00:00
Module Twelve – Wrapping Up

00:30:00
Call Centre & Customer Service Skills Training- Activities

15:00:00

Telephone Etiquette

12 lectures • 11 hour 0 mins

Module One – Getting Started

00:30:00
Module Two – Aspects of Phone Etiquette

01:00:00
Module Three – Using Proper Phone Language

01:00:00
Module Four – Eliminate Phone Distractions

01:00:00
Module Five – Inbound Calls

01:00:00
Module Six – Outbound Calls

01:00:00
Module Seven – Handling Rude or Angry Callers

01:00:00
Module Eight – Handling Interoffice Calls

01:00:00
Module Nine – Handling Voicemail Messages

01:00:00
Module Ten – Methods of Training Employees

01:00:00
Module Eleven – Correcting Poor Telephone Etiquette

01:00:00
Module Twelve – Wrapping Up

00:30:00

Mock Exam

0 lectures • 0 m: 0 s

Mock Exam – Professional Call Centre Skills Training Course

Final Exam

0 lectures • 0 m: 0 s

Final Exam – Professional Call Centre Skills Training Course

Order Your Certificate & Transcripts

1 lecture • 0 m: 0 s

Order Your Certificate & Transcripts

Certification

After successfully completing the course, you will be able to get the and internationally accepted certificate to share your achievement with potential employers or include it in your CV.

Student Reviews

Excellent

4.8 Average 7 Reviews

Reviews

Great learning experience with iStudy. Clear lessons and easy to follow. Really impressed.

Loved the flexibility. Studied at my own pace and finished quickly.

Excellent course quality. I feel more confident in my skills now.

iStudy delivered exactly what I needed. Very smooth process.

Customer support was fast and helpful. Got answers straight away.

Great platform. Well-structured lessons and simple navigation.

Really happy with the experience. The certificate arrived quickly.

Clear teaching style and easy to understand. Highly recommend.

Self-paced learning was a huge benefit. Finished around my schedule.

Great value for money. Quality courses and helpful support.

I enjoyed learning with iStudy. Everything was straightforward.

Quick, simple and informative. Made studying stress-free.

Fantastic support team. They resolved my issue in minutes.

Course material was clear and engaging. Very happy overall.

Loved the layout and simple step-by-step lessons.

Prompt certificate delivery. Really impressed with the service.

Good quality courses and easy platform to use.

Very convenient. Learned at my own pace without pressure.

Great experience from start to finish. Worth every penny.

Clear content, supportive team and fast responses. Highly recommend iStudy.

Frequently Asked Question

Are there any prerequisites for taking the course?

There are no specific prerequisites for this course, nor are there any formal entry requirements. All you need is an internet connection, a good understanding of English and a passion for learning for this course.

Can I access the course at any time, or is there a set schedule?

You have the flexibility to access the course at any time that suits your schedule. Our courses are self-paced, allowing you to study at your own pace and convenience.

How long will I have access to the course?

For this course, you will have access to the course materials for 1 year only. This means you can review the content as often as you like within the year, even after you've completed the course. However, if you buy Lifetime Access for the course, you will be able to access the course for a lifetime.

Is there a certificate of completion provided after completing the course?

Yes, upon successfully completing the course, you will receive a certificate of completion. This certificate can be a valuable addition to your professional portfolio and can be shared on your various social networks.

Can I switch courses or get a refund if I'm not satisfied with the course?

We want you to have a positive learning experience. If you're not satisfied with the course, you can request a course transfer or refund within 14 days of the initial purchase.

How do I track my progress in the course?

Our platform provides tracking tools and progress indicators for each course. You can monitor your progress, completed lessons, and assessments through your learner dashboard for the course.

What if I have technical issues or difficulties with the course?

If you encounter technical issues or content-related difficulties with the course, our support team is available to assist you. You can reach out to them for prompt resolution.